hyb23879 fm i-xx 001 - McGraw Hill...

Brief Contents

iii

Glossary G-1References R-1Photo Credits C-1Index I-1

PART ONE Basic Principles of Communication 1 The Communication Process 2

2 Self, Perception, and Communication 30

3 Verbal Communication 58

4 Nonverbal Communication 92

PART TWO Interpersonal Communication 5 Listening 122

6 Interpersonal Relationships 150

7 Evaluating and Improving Relationships 182

8 Communication and Technology 206

9 Confl ict and Confl ict Management 222

PART THREE Other Forms of Communication 10 Intercultural Communication 242

11 Small-Group Participation and Leadership 270

PART FOUR Communicating in Public 12 Getting Started and Finding Speech Material 310

13 Organizing and Outlining the Speech 338

14 Delivering the Speech 362

15 Informative and Persuasive Speeches 390

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iv

ContentsPreface xi

PART ONE

Basic Principles of Communication

Chapter 1The Communication Process 2Everyone Needs Communication Skills 5

Characteristics of Communication 7

Communication Is a Process 7

Th e Internet and the Model of Communication 11

Communication Is a Transaction 13

Types of Communication 15

Communication Competence 19

Strategic Flexibility (SF) 20

Introduction to Active Open-Mindedness

(AOM) 22

Communicating Eff ectively 23

Ethical Communication 25

Chapter Review 28

Summary 28

Key Terms and Concepts 29

Questions to Review 29

Chapter 2Self, Perception, and Communication 30Th e Role of Self and Perception in Communicating Eff ectively and Strategic Flexibility 32

Self-Concept 34

Refl ected Appraisals 35

Social Comparisons 37

Self-Perception 38

Gender, Sex, and Self-Concept 39

Can You Improve Your Self-Concept? 40

Where Should Change Begin? 40

What Do You Want to Change

about Yourself? 42

Are Your Circumstances Keeping You

from Changing? 42

Are You Willing to Take Some Chances? 42

What Would Be a Realistic Goal? 43

Can You Discipline Yourself? 43

Are Th ere People Who Will Support You? 43

Can You Be More Other-Centered? 43

Th e Map Is Not the Territory 44

Perception 46

Th e Perceptual Process 46

Deletions, Distortions, and Generalizations 48

Perceptual Filters 49

Adjusting to Perceptual Infl uences 51

Chapter Review 55

Summary 55



Chapter 3Verbal Communication 58Th e Role of Verbal Communication in Communicating Eff ectively and Strategic Flexibility 61


Strategic Flexibility 62

How Words Work 63

People Determine Meanings 68

Th e Language Environment 69

People, Purposes, and Rules 69

Appropriate Language 70

Racist, Sexist, and Ableist Language 71

Specialization 72

Style, Roles, and Group Memberships 73

Gender and Language 74

Powerful Talk 78

Culture and Language 78

Speaking and Writing 81

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Contents v

Functions of Nonverbal Communication 115

Judging Honesty by Nonverbal Communication 116

Improving Your Nonverbal Communication 116

How Do People React to You? 117

Can Videotapes Help Your Nonverbal

Communication? 117

Is Your Nonverbal Communication Appropriate

to the Role You Are Playing? 117

How Do You Use Your Space? 117

How Do You Use Time? 118

Chapter Review 120

Summary 120



PART TWO

Interpersonal Communication

Chapter 5Listening 122Th e Role of Listening in Communicating Eff ectively and Strategic Flexibility (SF) 125

Remembering Information 128

Note-Taking Skills 129

Listening Styles 130

Culture and Listening 131

Gender and Listening 132

Th e Diffi culty of Listening 133

Learning to Listen 136

Six Kinds of Listening 138

Discriminative Listening 139

Comprehension Listening 139

Appreciative Listening 139

Critical Listening 140

Informative Listening 141

Empathic Listening 142

Working on Your Communication 82

What Do You Want to Say? 82

How Do You Want to Say It? 83

To Whom Are You Talking? 85

What Metamessages Are You Sending? 85

Ethics 86

Chapter Review 89

Summary 89



Chapter 4Nonverbal Communication 92Th e Role of Nonverbal Communication in Communicating Eff ectively and Achieving Strategic Flexibility 94



Diff erences Between Verbal and Nonverbal Communication 96

Characteristics of Nonverbal Communication 97

Nonverbal Communication Is Culturally

Determined 97

Nonverbal Messages May Confl ict with Verbal

Messages 98

Nonverbal Messages Are Largely Unconscious 98

Nonverbal Communication Shows Your Feelings

and Attitudes 99

Nonverbal Communication Varies by Gender 99

Nonverbal Communication Displays Power 100

Expectancy Violation Th eory 101

Types of Nonverbal Communication 101

Paralanguage 101

Body Movement 103

Facial Expressions 104

Eye Messages 104

Attractiveness 105

Clothing 106

Body Adornment 108

Space and Distance 108

Touch 111

Smell 113

Time 114

Manners 114

Silence 115

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vi Contents

Chapter Review 179

Summary 179



Chapter 7Evaluating and Improving Relationships 182Th e Stages of a Relationship 186

Coming Together 186

Coming Apart 191

Evaluating Relationships: Asking the Right Questions 195

Ask Yourself Questions 195

Ask Questions about Your Partner 196

Ask Questions about Rewards and Costs 196

Ask Questions about Roles 197

Improving Relationships: Using Communication Strategies 198

Aggressive Talk and Aggression 199

Regrettable Talk 200

Criticism and Complaints 200

Avoidance 202

Chapter Review 204

Summary 204



Chapter 8Communication and Technology 206Th e Eff ect of Technology on Communication 210

Th e Eff ect of Technology on Our Connection to

Others 210

Th e Eff ect of Technology on Self-Concept 211

Th e Eff ect of Technology on Interaction Skills 212

Th e Eff ect of Technology on Self-Disclosure 212

Th e Eff ect of Technology on Conversational

Skills 212

Th e Eff ect of Technology on Relationships 213

Th e Technology of Connection 216

Disadvantages of Using Technology 216

Some Guidelines for Using Technology 217

Talking So Others Will Listen 143

Chapter Review 147

Summary 147



Chapter 6Interpersonal Relationships 150Emotional Intelligence 152

Being Self-Aware 152

Managing Emotions 153

Motivating Yourself 153

Recognizing Emotions in Others 153

Handling Relationships 154

Th e Importance of Emotional Intelligence to Strategic Flexibility 154

Personal Motivation for Interpersonal Contact 155

Attractiveness 156

Motives for Interpersonal Communication 158

Talking to Each Other 160

Roles, Relationships, and Communication 160

Beginning Conversations: Th e Art of Small

Talk 161

Bids and the Bidding Process 163

Owned Messages 165

Relational Dialectics 166

Self-Disclosure: Important Talk 166

Th e Importance of Self-Disclosure 166

Th e Process of Self-Disclosure 167

Self-Disclosure and Intimacy: Rewards and

Fears 169

When Should Self-Disclosure Occur? 170

Social Penetration Th eory 170

Essential Elements of Good Relationships 171

Verbal Skills 172

Emotional Expressiveness 172

Conversational Focus 172

Nonverbal Analysis 173

Conversational Encouragement 173

Care and Appreciation 174

Commitment 175

Adaptation 176

Social Exchange Th eory 176

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Contents vii

What Is Culture? 246

You Are a Cultural Being 247

Th e Importance of Studying Intercultural Communication 248

Understanding Your Own Identity 249

Enhancing Personal and Social

Interactions 249

Solving Misunderstandings, Miscommunications,

and Mistrust 249

Enhancing and Enriching the Quality of

Civilization 250

Becoming Eff ective Citizens of Our National

Communities 250

Intercultural Communication and the Communication Model 250

It Infl uences Senders and Receivers 251

It Infl uences Messages and Feedback 251

It Infl uences the Setting 251

Intercultural Communication and the Internet 251

Studying Cultural Diff erences 252

Power Distance 252

Individualism versus Collectivism 253

Femininity versus Masculinity 254

Uncertainty Avoidance 254

Long-Term Orientation 254

High Context versus Low Context 255

Barriers to Intercultural Communication 255

Ethnocentrism 256

Stereotyping 256

Prejudice 256

Discrimination 256

Dealing with Barriers to Intercultural Communication 257

Communication Between Nondominant-

and Dominant-Group Members 257

Th e Consequences of Nondominant-

and Dominant-Group Communication 260

Improving Intercultural Communication 261

Chapter Review 267

Summary 267



Chapter Review 220

Summary 220



Chapter 9Confl ict and Confl ict Management 222Resolving Confl ict 225

Th e Bottom Line 227

Resolving Confl ict Online 228

Defensive Communication 229

Avoiding Defensive Communication:

A Practical Example 231

Dealing with Rejection 232

Dealing with Confl ict at Work 232

Confl ict in Groups 234

Th e Value of Substantive Confl ict 235

Managing Group Confl ict 236

Chapter Review 240

Summary 240



PART THREE

Other Forms of Communication

Chapter 10Intercultural Communication 242Th e Role of Intercultural Communication in Communicating Eff ectively and in Strategic Flexibility 244

In Communicating Eff ectively 244

In Strategic Flexibility 245

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viii Contents

Shared Leadership 296

Situational Leadership 297

Leader-Member Exchange Th eory (LMX) 298

Th e Functional Perspective (TFP) 299

Leading the Group 299

Listening 299

Maintaining Neutrality and Objectivity 300

Establishing Procedures 300

Finding Solutions 300

Helping the Group to Progress 301

Seeking Diversity 301

Raising Questions 301

Focusing on Answers 302

Delegating Responsibility 302

Encouraging Social Interaction 302

Sharing a Vision 302

Seeking Consensus 303

Chapter Review 306

Summary 306



PART FOUR

Communicating in Public

Chapter 12Getting Started and Finding Speech Material 310Why Study Public Speaking? 312

Knowledge of Public Speaking 312

Public Speaking and the Elements of Communication 313

Preparation for Public Speaking 313

Finding a Topic 314

Narrowing the Topic 315

Selecting a Purpose 316

Analyzing the Audience 319

Analyzing the Occasion 322

Chapter 11Small-Group Participation and Leadership 270Why Learn about Small Groups? 273

Characteristics of Small Groups 274

Cultural Values 274

Group Norms 275

Group Rules 276

Types of Groups 276

Social Exchange Th eory (SET) 277

Small-Group Eff ectiveness 277

Workable Size 278

An Appropriate Meeting Place 278

Suitable Seating Arrangements 279

Cohesiveness and Commitment 279

Groupthink 280

Discussion in Groups 281

Choosing a Topic 282

Identifying the Problem 283

Analyzing the Problem 283

Finding and Evaluating Solutions 285

Reevaluating Solutions 286

Symbolic Convergence Th eory (SCT) 286

Participating in Group Discussion 287

Task Roles 288

Maintenance Roles 289

Dysfunctional Roles 290

Group Leadership 291

What Is a Leader? 291

How Leaders Infl uence Followers 292

Reward Power 292

Coercive Power 292

Referent Power 293

Legitimate Power 293

Expert Power 293

How People Become Leaders 293

Personality Traits 294

Situational Factors 294


Approaches to Leadership 295

Traditional Leadership Styles 295

Functional Leadership 296

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Contents ix



Chapter 14Delivering the Speech 362Coping with Public-Speaking Anxiety 364

A Good Place to Begin 366

Time-Tested Ways for Dealing with

Nervousness 367

Other Strategies for Reducing

Anxiety 368

Characteristics of Good Delivery 369

Conversational Quality 370

Attentiveness 370

Immediacy 371

Directness 372

Types of Delivery 373

Impromptu Speaking 373

Speaking from a Manuscript 373

Speaking from Memory 374

Extemporaneous Speaking 374

How You Look 375

Appearance 375

Body Language 375

Eye Contact 375

Facial Expression 376

Gestures 376

Posture 376

How You Sound 376

Volume 376

Using a Microphone 377

Pace 377

Pitch and Infl ection 377

Enunciation 377

Using Visual Support 378

Types of Visual Support 378

PowerPoint 384

Rules for Using Visual Support 384

Rehearsing Your Speech 385

Chapter Review 388

Summary 388



A Good Place to Start 323

Researching Your Topic: Where to Look 323

Supporting Material: What to Look For 327

Chapter Review 336

Summary 336



Chapter 13Organizing and Outlining the Speech 338Principles of Organization 342

Relate Points to Your Specifi c Purpose

and Central Idea 342

Distinguish Between Main

and Minor Points 342

Phrase All Points in Full Sentences 342

Give All Points a Parallel Structure 342

Patterns of Organization 343

Time Order 343

Spatial Order 344

Cause-and-Eff ect Order 345

Problem–Solution Order 345

Topical Order 346

Preparing an Outline 347

Th e Outline Format 347

Full-Sentence and Keyword Outlines 348

Th e Speech Introduction 348

Get Attention 349

State Your Purpose, Central Idea,

and Main Points 352

Additional Tips for Introductions 352

Th e Speech Conclusion 353

Summarize Your Main Ideas 353

Include a Quotation 353

Inspire Your Audience to Action 354

Additional Tips for Conclusions 354

Speech Transitions 354

Tips for Transitions 355

Th e Reference List 356

Chapter Review 359

Summary 359

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x Contents

Ethical Persuasion 407

Values, Beliefs, and Attitudes 408

Values 408

Beliefs 408

Attitudes 409

Why Persuasion Is Challenging 409

Strategies of Persuasion 411

Determine Your Purpose 411

Analyze Your Audience 412

Appeal to Your Audience Using Logic 412

Appeal to Your Audience Using Emotion 416

Use Research to Prove Your Points 418

Choose Your Language Carefully 419

Appeal to Your Audience Using Your

Credibility 419

Structure Your Material Eff ectively 422

Questions of Fact, Value, and Policy 422

One-Sided versus Two-Sided Arguments 423

Order of Presentation 423

Chapter Review 427

Summary 427



Glossary G-1

References R-1

Photo Credits C-1

Index I-1

Chapter 15Informative and Persuasive Speeches 390Goals of an Informative Speaker 393

Increasing Understanding 393

Getting Attention 394

Helping Retention 396

Types of Informative Speeches 396

Objects 396

Processes 396

Events 396

Concepts 397

Overarching Principles 397

Strategies for Informative Speeches 397

Defi ning 397

Describing 399

Explaining 400

Arousing Interest in Your Topic 402

Arouse Curiosity 402

Present Anecdotes 402

Build Anticipation 402

Build Suspense 403

Other Techniques for Getting Attention 403

Getting Listeners Involved 404

Get the Audience to Participate 404

Ask Rhetorical Questions 405

Solicit Questions from the Audience 405

Th e Persuasive Speech 405

Persuasion and the Communication Model 406

What Is Persuasion, and What Is Its Purpose? 406

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